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In order to remain competitive, hotels have to apply information technology (IT) to enhance the quality of their services and improve customer satisfaction. The widespread adoption of IT-assisted hotel operations and management, however, also means that hotels are at a higher risk of failure in IT. ...

Lu, S.; Law, R.
Cognizant Communication Corporation, Elmsford, USA
Information Technology in Hospitality, 2005, 4, 4, pp 153-159